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Posted : Saturday, July 20, 2024 02:07 AM
Job Type
Full-time
Description
SUMMARY: The Member Services Manager is responsible for ensuring excellent club experiences for members and guests.
Establishes and administers facility policies, systems, and procedures for the effective operation of the club and its services.
Provides team members with the appropriate training, tools and direction to promote the vision and live the core values of the association.
VISION: At Four Seasons, our employees should exhibit a passion for “transforming lives” and work to create a “healthier community” among members and staff.
They should provide member satisfaction within the Association’s mission: “to provide social, physical, and recreational activities and services for members and their participating families.
” Employees should also understand, accept, and embody Four Seasons’ core values through actions, behaviors, and work performance.
PRINCIPLE RESPONSIBILITIES AND DUTIES: Responsible for ensuring appropriate and professional responses to all member relation issues such as complaints, disciplinary issues, incident follow-up, and other relevant member or guest comments/inquires.
Manage the member CRM process.
Provide CRM and Sales training to team members.
Responsible for ensuring teams are skilled in providing above and beyond customer service.
Responsible for ensuring accurate records are kept of past and current facility usage.
Oversee all member loyalty programs.
Manage front desk and childcare staff ensuring proper training and staffing.
Manage the sales and inventory of sport shop and club collection items.
Oversee the strategic planning, reporting, and financial tracking for all member engagement programs.
Responsible for ensuring all departments are following proper codes and procedures to meet the state regulatory guidelines.
Assist in Membership communications and membership marketing promotions.
Responsible for the strategic and financial management of all member services departments including childcare, customer service, member experience teams, and Club Supervisors.
Responsible for the procedures and membership functions within ABC Financial.
Responsible for overall member policies and enforcement to ensure and maintain a positive and safe environment.
Strives to increase overall member retention by promoting more active member engagement.
Provide direct supervision to assigned staff, including employment training, supervision, support, scheduling, evaluations, and performance correction and feedback.
Screen, interview, and hire new staff.
Review staff time records for payroll processing and keep accurate personnel records and documentation in compliance with management procedures.
Focus on helping team members improve their skills and knowledge through day-to-day coaching, challenging them to provide exceptional support to members, staff, and guests.
Conduct regular meetings with assigned staff for communication and operations information.
Develop, train, and monitor designated employees on proper facility safety, security, and emergency procedures.
Serves as a member of the Association’s Management Team, working with other managers to provide excellent customer service to members, guidance, coaching, and leadership to staff, and assisting in directing the flow of the facility for a smooth and profitable operation.
Attends and actively contributes to Management Team meetings.
Participates in strategic and operational planning.
Responsible for all departmental reporting, research, and statics.
Participates in conducting competitive research and analytics to ensure the organizations’ service offerings remain competitive.
Responsible for developing and overseeing all membership promotions.
Responsible for implementing processes for data tracking and analyzing member engagement, club usage, demographics, and competitive rate structures to provide insight and suggestions on strategic initiatives.
Overall responsible for membership data, ABC software and systems management.
Develops and manages departmental budgets and monitors expenditures to remain within budget expectations.
Participates in club events as assigned.
May be asked to perform other duties, as assigned, including working shift within the department or at the front desk.
SMILE and provide a positive environment for all members, staff, and guests.
Requirements MINIMUM QUALIFICATIONS: Bachelor’s degree in Communications, Business, Recreation, or related field of study, or equivalent work experience.
Experience in fitness/health club setting with a solid customer service background preferred.
Minimum of three years’ experience in management with broad involvement in services and management functions with demonstrated accomplishments.
Current CPR/AED certification is required or ability to obtain upon employment.
Excellent interpersonal and communication skills.
Strong leadership and decision-making skills.
Ability to objectively coach employees and members through complex, difficult, and emotional issues.
Ability to make recommendations to effectively resolve problems or issues, by using judgment that is consistent with the policies, practices, and procedures of the facility.
Ability to organize, prioritize, and meet deadlines and or goals in a timely manner.
Must have a valid driver’s license and reliable transportation for travel between both club locations.
WORK ENVIRONMENT: Functions regularly within exercise, recreation, and office settings.
Is regularly exposed to smells of swimming pools and exercise areas and loud music in cardio areas.
Frequently works varying hours and days.
Occasionally travels around the community to companies and organizations.
Is occasionally exposed to bodily fluids or demanding physical exertion during emergency response situations; risks are minimized by adherence to established safety procedures.
Salary Description 40,000 - 50,000
Establishes and administers facility policies, systems, and procedures for the effective operation of the club and its services.
Provides team members with the appropriate training, tools and direction to promote the vision and live the core values of the association.
VISION: At Four Seasons, our employees should exhibit a passion for “transforming lives” and work to create a “healthier community” among members and staff.
They should provide member satisfaction within the Association’s mission: “to provide social, physical, and recreational activities and services for members and their participating families.
” Employees should also understand, accept, and embody Four Seasons’ core values through actions, behaviors, and work performance.
PRINCIPLE RESPONSIBILITIES AND DUTIES: Responsible for ensuring appropriate and professional responses to all member relation issues such as complaints, disciplinary issues, incident follow-up, and other relevant member or guest comments/inquires.
Manage the member CRM process.
Provide CRM and Sales training to team members.
Responsible for ensuring teams are skilled in providing above and beyond customer service.
Responsible for ensuring accurate records are kept of past and current facility usage.
Oversee all member loyalty programs.
Manage front desk and childcare staff ensuring proper training and staffing.
Manage the sales and inventory of sport shop and club collection items.
Oversee the strategic planning, reporting, and financial tracking for all member engagement programs.
Responsible for ensuring all departments are following proper codes and procedures to meet the state regulatory guidelines.
Assist in Membership communications and membership marketing promotions.
Responsible for the strategic and financial management of all member services departments including childcare, customer service, member experience teams, and Club Supervisors.
Responsible for the procedures and membership functions within ABC Financial.
Responsible for overall member policies and enforcement to ensure and maintain a positive and safe environment.
Strives to increase overall member retention by promoting more active member engagement.
Provide direct supervision to assigned staff, including employment training, supervision, support, scheduling, evaluations, and performance correction and feedback.
Screen, interview, and hire new staff.
Review staff time records for payroll processing and keep accurate personnel records and documentation in compliance with management procedures.
Focus on helping team members improve their skills and knowledge through day-to-day coaching, challenging them to provide exceptional support to members, staff, and guests.
Conduct regular meetings with assigned staff for communication and operations information.
Develop, train, and monitor designated employees on proper facility safety, security, and emergency procedures.
Serves as a member of the Association’s Management Team, working with other managers to provide excellent customer service to members, guidance, coaching, and leadership to staff, and assisting in directing the flow of the facility for a smooth and profitable operation.
Attends and actively contributes to Management Team meetings.
Participates in strategic and operational planning.
Responsible for all departmental reporting, research, and statics.
Participates in conducting competitive research and analytics to ensure the organizations’ service offerings remain competitive.
Responsible for developing and overseeing all membership promotions.
Responsible for implementing processes for data tracking and analyzing member engagement, club usage, demographics, and competitive rate structures to provide insight and suggestions on strategic initiatives.
Overall responsible for membership data, ABC software and systems management.
Develops and manages departmental budgets and monitors expenditures to remain within budget expectations.
Participates in club events as assigned.
May be asked to perform other duties, as assigned, including working shift within the department or at the front desk.
SMILE and provide a positive environment for all members, staff, and guests.
Requirements MINIMUM QUALIFICATIONS: Bachelor’s degree in Communications, Business, Recreation, or related field of study, or equivalent work experience.
Experience in fitness/health club setting with a solid customer service background preferred.
Minimum of three years’ experience in management with broad involvement in services and management functions with demonstrated accomplishments.
Current CPR/AED certification is required or ability to obtain upon employment.
Excellent interpersonal and communication skills.
Strong leadership and decision-making skills.
Ability to objectively coach employees and members through complex, difficult, and emotional issues.
Ability to make recommendations to effectively resolve problems or issues, by using judgment that is consistent with the policies, practices, and procedures of the facility.
Ability to organize, prioritize, and meet deadlines and or goals in a timely manner.
Must have a valid driver’s license and reliable transportation for travel between both club locations.
WORK ENVIRONMENT: Functions regularly within exercise, recreation, and office settings.
Is regularly exposed to smells of swimming pools and exercise areas and loud music in cardio areas.
Frequently works varying hours and days.
Occasionally travels around the community to companies and organizations.
Is occasionally exposed to bodily fluids or demanding physical exertion during emergency response situations; risks are minimized by adherence to established safety procedures.
Salary Description 40,000 - 50,000
• Phone : NA
• Location : Bloomington, IL
• Post ID: 9023613655
